Dispute Resolution Process
If a consumer is unhappy with any work carried out by a member of the Scheme, the trader must agree to comply with the dispute resolution procedure detailed below. However, if the trader is a member of an Alternative Dispute Resolution Service such as a Trade Association, Ombudsman or Code of Practice, complaints may be referred to that Service for independent adjudication and the Trusted Trader Dispute Resolution Process will not be invoked.
1. Consumers should try to resolve the complaint directly with the trader. Any details of the complaint should be made in writing to the trader.
2. If the complaint remains unresolved, either party may contact Trading Standards with details of the complaint.
3. Trading Standards will respond to both parties within five working days.
4. Trading Standards will make enquiries to establish the extent and nature of any actual breach.
5. If a breach is found, one or all of the following sanctions may be imposed on the member a) Written warning b) Suspension from the scheme c) Revocation of membership
6. In certain circumstances, the Member may be given the opportunity to remedy any breach prior to a sanction being imposed.
7. Fife Council reserves the right to publicise the details of any sanction where appropriate.
8. This procedure, and any action taken or decision made under it, shall not affect any other action which might also be taken as a result of the members conduct or alleged conduct including: a) Enforcement action by any Trading Standards authority or any other enforcement body. b) Disciplinary action by any trade association or similar body. c) Civil proceedings (including alternative dispute resolution) by a consumer, customer or supplier.